Floating Banking Specialist

Floating Banking Specialist

Role Overview:

The Floating Banking Specialist specializes in delivering an exceptional customer experience through sales, service, and digital engagement for both Consumer and Business Banking customers. This role supports daily branch operations, meets customer service and sales needs, and manages customer appointments to identify needs and refer complex issues to appropriate team members.

Responsibilities:

• Drive customer engagement by educating them about Consumer and Business Banking services. Propose tailored solutions to address individual requirements and emphasize the importance of utilizing digital banking capabilities.
• Handling appointments and consultations entails overseeing customer visits that are arranged in advance or occur without prior notice to identify their banking needs and ensure a smooth handover to the suitable banking partners for complex issues.
• Abide by the sales process outlined by the bank and give simplified, customer-centric recommendations.
• Customer Service: Provide customer service in the lobby by welcoming clients, responding to inquiries, and taking charge of addressing immediate banking needs.
• Offer support in daily branch operations by aiding with customer transactions, addressing overdraft challenges, and verifying adherence to internal guidelines. Complete operational tasks as instructed.
• Ensuring Compliance and Risk Management: Keeping abreast of Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) procedures. Detecting and escalating potential fraud cases. Confirming compliance with operational and regulatory standards.
• Customer Resolution: Promptly address and record customer complaints, following through with efficient resolution and proper documentation. Ensure customer concerns are resolved effectively and promptly.
• Sales Referrals involve spotting potential sales leads and steering customers towards the right banking collaborators for personalized product offerings.

Scope of Responsibilities:

• Deliver exceptional support and handle customer problems in a timely manner.
• Expand sales opportunities and elevate customer satisfaction within the branch setting.
• Undertake diverse roles within the branch, such as commencing new account procedures, originating loans, resolving issues, and processing transactions.
• Convey understanding and care for customers, prioritize their satisfaction in every interaction, be ready to accommodate different situations, and exhibit comfort in utilizing digital technology when engaging with customers.

Criteria for Education and Experience:

• Holding a GED or a high school diploma.
• Individuals applying for the position should have a minimum of one year of exposure to retail sales, call center tasks, customer service, or telesales.
• Skilled in verbal and interpersonal communication techniques.
• Skill in managing challenging customer interactions and addressing varying customer needs effectively.
• Well-organized with strong time management and prioritization skills.
• Proficient in adapting to and excelling in a fast-paced, pressure-filled team setting.
• Adept at using internet-level technology effectively.

Preferred Qualifications:

• Adjusting bilingualism to suit the requirements of the branch.
• Validated effectiveness in sales strategies or referral initiatives.
• Physical Requirements:
• The capacity to withstand long periods on one's feet.
• Sustained usage of hands and fingers for an extended time frame.
• Proficiency in managing objects across a spectrum of weights, from 5 to 30 pounds, through lifting techniques.
• Aptitude for reading small font.
• Capacity for direct customer engagement in a face-to-face work environment.

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